To succeed in business you need to know what your customers really want. Companies routinely use conjoint analysis, focus groups, customer panels, and other methods to get this info. But traditional research has its limits. To get a true insider view, turn to your frontline employees. They often get an unfiltered view of how customers interact [...]

SMEs feel the squeeze; turn to customer service for a competitive edgeIN A WORLD where businesses are getting pulled in different directions that need urgent attention, they sometimes forget to focus on improving their customer experience. But for those that do, great customer service is driving loyalty and revenue to their ...10/23/2017 - 5:19 pm | View Link

American airlines turn to better food offerings to win over first class passengers(BLOOMBERG) - "You've got to try the burger." That was the counsel of Kurt Stache, a veteran of airport dining and airline marketing, while briefing me on the various attributes of recent renovations his employer, American Airlines, has completed at New ...06/28/2017 - 3:12 pm | View Link

Can Nikhil Nanda turn around Escorts?"You can be consumer-centric only if you know the customer and live his life," says the 40-year-old. Its effect on the employees, Nanda claims, has been transformational. Image: Escorts' social media campaign, #IWantToRideATractor, became a huge hit with ...01/22/2015 - 8:54 am | View Link

Why ICICI Bank wants to turn a new leaf: A peep inside the bank's new work cultureAt the centre of this change are its 65,000 employees—equally praised for being at the frontline of change in Indian banking ... “It understands customer acquisition and retention better today,” says Alpesh Mehta, banking analyst at MWotilal Oswal ...12/2/2013 - 10:33 pm | View Link

When retailers strike out twice: How to turn customer revenge into reconciliationthe manager can act quickly to help the customer perceive a positive motive and move toward reconciliation. Additionally, managers may train frontline employees to recognize the importance of perceived motives and empower them with the skills to provide a ...06/17/2013 - 12:59 am | View Link

Rant & Rave SolutionsOur Frontline Engagement dashboard is designed to take the voice of your customers and present it back to your employees in a fun and engaging way; giving your team the opportunity to see how they’re doing.05/21/2018 - 2:39 pm | View Website

The 10 essential strengths of front-line retail employees ...Any retailer can harness the power of engagement. It all boils down to how employees relate to customers.05/21/2018 - 1:46 am | View Website

Did you know that...This customizable in-house workshop will help you develop effective communication with customers and colleagues to increase customer retention and loyalty.05/20/2018 - 9:28 pm | View Website

The link between employee engagement and customer serviceGuest Blog by Kenny Bain, CEO of Rant & Rave explains the intrinsic link between employee and customer engagement. With the proliferation of communication channels, customers now have more power and information than ever before, and they expect instant service gratification.05/20/2018 - 7:19 pm | View Website

What is Customer-Focused Leadership?What is Customer-Focused Leadership is by Ray Miller. Customer Focus is an aligned organization-wide approach to customer satisfaction and service, leading to customer loyalty and advocacy.05/19/2018 - 2:05 pm | View Website

More Business News

It's been quite a month for dominant online video streamer Netflix (NASDAQ: NFLX). The company's market cap overtook telecom/media giant Comcast (NASDAQ: CMCSA) only days ago, and today has just become more valuable than Disney (NYSE: DIS) as shares hit an all-time high. It's a remarkable milestone, symbolizing the ongoing secular shifts in the media and entertainment industry.

Facebook is expanding its advertising disclosure requirements to cover all U. S. ads on polarized issues such as gun control and abortion rights, even if they don't endorse a particular candidate.
Ads coming from specific candidates have already included a disclosure label since October.

It can be difficult trying to decide which MacBook is the right laptop for you. The MacBook, MacBook Air, and MacBook Pro all have their own pros and cons, and some models may be a little too outdated. Here's how to know which one is right for you. Following is a transcript of the video.
Steve Kovach: It's never been a worst time to buy a new MacBook.

mdash; The Los Angeles County jails are run by the sheriff, but the Mexican Mafia wields the power in the underworld behind bars.
The organization made up of leaders from various Latino gangs operated like an illegal government, collecting "taxes" on smuggled drugs, ordering hits on people who didn't follow their rules and even calling the shots on street crimes, federal prosecutors said Wednesday.